Service Delivery Analyst / Customer Success Specialist
Bristol (Office Based with Free Parking)
Up to £43,000 + Benefits
SC Clearance Eligibility Required
Join an MSP that's rethinking customer success.
Our client delivers Cloud, Cyber Security, Data and Digital Transformation services across public and private sector organisations.
They're investing heavily in AI, automation and customer success to move beyond the traditional MSP model of simply reacting to tickets. The focus is on helping customers get more value from their technology, reducing repetitive support activity and driving continuous service improvement.
The Role
You'll help manage escalations, improve service performance, identify trends and ensure customers receive maximum value from their IT services.
You'll be involved in customer engagement, service reviews, onboarding activities and help discover how automation and AI can be used to improve service delivery and customer outcomes.
Key Responsibilities
Manage customer escalations and service issues
Conduct service reviews and customer engagement meetings
Analyse ticket trends and service performance
Identify opportunities for automation and service improvement
Support onboarding and customer adoption activities
Work closely with technical consultants and engineering teams
Promote ITIL best practice and customer success outcomes
Technical Environment
Microsoft 365
Azure
Intune
Microsoft Security
Oracle OCI
Cisco & Networking Infrastructure
Cloud & On-Prem Environments
End User Computing
Firewalls, Monitoring & Infrastructure Platforms
What We're Looking For
MSP / Managed Services experience
Service Desk, Infrastructure Support or Service Delivery background
Strong customer-facing communication skills
Experience handling incidents and escalations
Microsoft 365 & Azure exposure
ITIL Foundation Certification
Experience with Halo, Autotask or similar ITSM tools
Eligible for SC Clearance
Working Pattern & Benefits
Shift pattern between 07:00-19:00 (8-hour day)
Low-volume on-call rota after probation
Private Healthcare
Enhanced Pension Scheme
EMI Share Scheme
25 Days Holiday + Birthday Off + Bank Holidays
Career Progression
This role is designed for people who want to move beyond reactive support and develop into Customer Success, Service Delivery, Technical Consultancy, Account Management or Leadership positions over time.
RSG Plc is acting as an Employment Agency in relation to this vacancy.
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